A Customer’s Journey: Reflections on an Experience with a Local Jewellery Brand in #Mumbai #Bombay #Marathi #Mulund

“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption to our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by allowing us to do so.”
— Mahatma Gandhi

This profound quote from the Father of the Nation encapsulates the essence of ethical business practices and customer service. Yet, nearly a century later, many businesses seem to falter in embodying this wisdom, particularly in the traditional jewellery sector.

Recently, I had a disheartening experience with #WamanHariPethe, a renowned name in the Mumbai-Pune region, which highlighted significant friction points reflecting a lack of customer-centric practices.

The Scenario

My #mother wanted to exchange her old jewellery for a new necklace. What should have been a straightforward process turned into a frustrating ordeal due to the following issues:

1. Lack of Transparency in Gold Conversion

The old jewellery, which was 22K gold, was converted into 24K for calculation purposes without any explanation. This #opaque process left us questioning the #fairness of the #valuation.

2. Unreasonable Payment Options

After the melting process, the difference between the old and new jewellery value came to around ₹50,000. However, the store refused to refund the amount and instead provided these limited options:

• A credit note
• No cash refund
• A cheque with a 5% #transaction fee deduction

Faced with these restrictive options, we were compelled to unnecessarily purchase additional earrings we didn’t need, spending ₹50,000.

3. Exorbitant Making Charges

The #makingcharges were set at 17% of the gold cost. As gold prices rose, so did these charges, further inflating the final price without justification.

4. False Advertising

A poster in the store mentioned a discount on making charges. When I inquired, I was informed that the discount was only applicable if I had received a call from the brand—a bizarre and misleading condition for an advertised offer.

5. Primitive Gold Melting Process

The process of melting and valuing gold was outdated compared to the seamless and modern methods adopted by national brands.

6. Billing Errors

The store handed me an incorrect bill, which they later realized and rectified. This added to the frustration and reflected a lack of attention to detail.

The Verdict

This experience, involving a ₹3.25 lakh purchase, was riddled with a lack of transparency, poor customer service, and policies that seemed designed to shortchange the consumer. It left me disillusioned with the brand and questioning the ethics of traditional jewellery stores.

A Hope for Change

In contrast, brands like #Tata, #Tanishq, #Kalyan, #Senco, and #Indriya have set exemplary standards in the industry. Their transparent policies, modern processes, and genuine customer focus provide hope for a better future in the jewellery space.

I sincerely pray that ethical brands like these become dominant players, putting an end to the malpractice and exploitation rampant in the sector.

Let us hope that #Mahatma’s vision of customer-centric business practices becomes a reality, sooner rather than later. It’s time for change.